Department of Public Social Services

I can’t understand why Unilocal relegated this post which documents my actual experience with the Department of Social Services, to the pile of reviews they don’t recommend but here it is again. .
There is only one positive review and the writer of that review attempts subtly to invalidate all the negative reviews because her personal experience was allegedly wonderful. Whether intentional or due to an inability to comprehend what she read, she apparently missed the crux of negative and legitimate complaints lodged against the Glendale Department of Social Services.
In July I was asked to provide copies of check stubs for part-​time work performed in late 2014. I mailed the documentation but 10 days later received a letter that my benefit was being terminated because I failed to provide the documents requested by the department.
I called the clerk whose number was referenced at the bottom of the form letter and though I left 3 messages over a 4 day period, she never returned any of my calls.
On July 13, 2015, I visited the Glendale office, taking copies of the documents I previously provided. The clerk at the window explained that the system indicated the documents had not been received but he refused to accept the copies I took with me, explaining that the case worker was probably backlogged but would probably receive and process the documentation in the next 3 days. I have absolutely no idea what he based his statement on. He said that if I didn’t receive a response that I should file an appeal on 7÷20÷15.
On July 20, 2015, I filed my appeal.
On August 5, 2015, I called to obtain status of my appeal and was transferred to the appeals division where I was told my request had been received but not yet processed. I was advised that I must also call the clerk whose name was provided in the letter which advised me that my benefits had been terminated. When I told them that I had called 3 times but that she had never returned any of my calls, I was provided with the name of the clerk’s supervisor and told that I ‘must” call her before my appeal could be processed. That didn’t make any sense but I called the supervisor and left a message requesting she return my call. She never called.
On August 7^th I called again and while speaking to a customer service representative, I was informed that I had been scheduled for a telephone interview earlier that day but that their records showed I never responded to a re-​certification form allegedly sent to me. I advised the representative that I never received the form and asked him to verify my address. He then scheduled a new telephone interview for 10 a., m. on 8÷19÷15 but said that I must complete the required re-​certification form. He assured me that he would write to my case worker and request that she resend the form.
On 8÷13÷15, I finally received the form on on 8÷14÷15 I visited the Glendale office to deliver it in person. The receptionist told me to drop the envelope containing the completed forms in the drop box. She then stamped a piece of paper and entered the date, proving that I had visited the office and returned the form.
Though my telephone interview was scheduled to take place at 10 a.m. today, at 8:45 a.m., the case worker called and told me she would be unable to interview me because she never received my forms. I explained that I had dropped these off personally on 8÷14÷15 and placed them in the drop box located in the lobby. I added that I had a stamped paper to prove the papers had been delivered. She stated that if I dropped them off it would take a week or more to be delivered to her office, explaining that once these are received, they go to the mail room where they are disbursed and later distributed, a process which she said takes several days.
I have never heard of any non-​government business where mail received in an office takes a week or more to be distributed. When I told her that had previously mailed her forms that her department now asserts were never been received, she merely replied with an unconcerned «oh.» I also told her that I had been forced to file an appeal. She replied, «Oh, that division will take care of your appeal.» Evidently at the department, inconvenience is inconsequential. I have now received a letter from the department that is going to arbitrate my appeal and in their correspondence was a page containing the costs to park in the vicinity of their offices. The costs to park are exorbitant and that doesn’t include the amount of money spent on gasoline. Evidently it hasn’t occurred to the Department of Social Service that recipients of state benefits are financially constrained. The department is the living stereotype of everything that is wrong with governmental departments. If this was a private enterprise, they would have gone out of business.

Had an appointment for 4pm. Arrived at 3:55, checked in, and was talking to my case worker by 4:30. I was outta there in like 40 minutes! The staff was actually pretty friendly. Pro tip: If you can, make your appointment for an hour or two before the office closes. Everyone’s ready to go home, so it seems like they’re just trying to get you taken care of as soon as possible. People were getting called every 3 – 5 minutes. I read all the reviews before I showed up just to see what I was in for and they were sooo depressing. Now that I think of it, maybe the reason I had such an awesome experience is because I was expecting to walk through the gates of hell and it really wasn’t that bad. Another pro tip: Be kind! It’ll rub off on people! Smile at the screaming babies, ask the security guard how his or her day is going, hug the receptionist! …Okay, I don’t wanna go full Mary Poppins on you guys, but a spoonful of government cheese does help the medicine go down.

I have to go into this office tomorrow. Not looking forward to it.
The system itself is a mess. The workers are inside a bad system and it causes a lot of pain for everyone involved. DSS does not function and there is no way of making the whole process work better unless the whole system is re-​organized in a way that solutions and desired outcomes are even a slight possibility.

Worst service in the world. Applied for medical and its already the 5^th month my case is still pending. Sent all the required papers and documents and they still don’t want to activate my case. There is no way to talk to the worker. I called them and asked the representative about my case, told her its already 5 months. She said «oh, we are really busy now» i mean how busy can you get that it is taking 5 months to approve a simple case, even when you have all the required documents? Worst place!

What do you guys expect from any government agency facilities (DMV, Social Services, etc) all have shitty service with employees who could care less about you. It all comes from the Top and if the heads of these facilities are slacking off it shows in the employees. You call and call and call your worker with no call backs. You e-​mail and e-​mail and e-​mail your worker with no reply. Its like they come into their office to skip through voice mails, delete new e-​mails, pick up their paychecks, and go home.
Pathetic!
F–

Extremely rude, extremely unhelpful. I wish it were possible to this place give negative stars, because I highly do not suggest going here or even attempting to call in. But I guess that’s Glendale’s government bureaucracy for you.

this place is the worst waste of space. I have only been here once, and i have experienced favoritism with cultures. people cutting in line because they speak a certain language and want to help their own. When it was my turn next an eligibility worker came into the covered ca section to start her shift i suppose and she was then greeted by a lady from the same culture who had just sat down in our section. Mind you there were about 30 people or so waiting their turn. So they greet and speak their language. they sit down and are being helped, first in line! must be nice. I get up out of my chair (pregnant) and ask the worker, are you taking names now, since the other guy left? She answers yes. I let her know i was next on the list, and that the people she was helping had just sat down, had not even wrote their name on the calling list, so why was she helping them out? She answered, honey, they have been here since 9am. I answer her, ive been here since 10… she let me know i was next. (NOT THE POINT, SHE WAS TRYING TO BE SNEAKY) after that, i get called by another eligibility worker (claiming she is a social worker, but they are not!) to the second window. i was sitting there for about what seemed like a 45 minute talk. People were coming up to the window telling them they have been waiting for hours and people were cutting. The eligibility worker from the first scenario says to everyone, i dont care anymore you are all saying the same thing, and it doesnt matter because you all have to wait anyways so just sit down and be quiet already. She then continues to mutter in her language to the client she is
make things worse, i was unable to see my «CASE WORKER» and speak to a «SUPERVISOR». i explained myself over and over to the worker and it was a complete waste of my time off work! i was there from 10 am — 2p the first hour i was in line just so they could tell me to go sit down and wait more by the covered ca section, where people were cutting. this place is a fucking joke.

FYI — going to this office is usually an ALL DAY affair, minimum 4 hours. Today I spent 6.5 and have to go back for more. Take a book and snacks. I’m serious.
I have never accessed public assistance of any sort before, so wasn’t sure how anything worked. I had completed an online application on 1÷21÷15 and was informed I would hear from someone when my worker was assigned. A week later (¹⁄₂₈) I hadn’t heard anything other than a confirmation letter giving me a customer number, so I called the general customer service number. The rep looked up my name and told me that I had an appointment with my worker on ¹⁄₃₀ at 9AM at the Glendale office and gave me a list of the required documents. She said the worker sent out a letter which I hadn’t received. So ¹⁄₃₀ rolls around and I arrive at about 8:40 AM like I would for a first medical appointment. However, No where on the website or on the phone call did anyone warn me that there is such a problem with parking. There are only 15 (maybe) public spaces in the parking structure (this is employee parking) and street parking is sparse at best. Plan on walking many blocks. I was able to park and get into the office at 8:59 AM.
When I walked into the office, they didn’t do anything to improve my knowledge of the system. There are no instructions other than some small signs with arrows, but if you don’t know what you’re doing, the signs don’t really help. I jumped into a line marked «appointments» and fortunately it was the right one. I was told to go upstairs to the 2^nd floor. When I arrived, again no directions, not even anyone at the reception desk. I finally asked the security guard how things worked and he said just wait and they’ll call you. Side note re: security guards. There is apparently a high security breach if you stand against a wall that is within 10 ft of one of the employee doors. They go crazy about keeping people off the walls and try to usher people to non-​existent chairs.
I got ushered to a chair and waited. 9:30, 10, 10:30 AM. I see that a man is sitting at the reception desk (he meets the description listed in another review) and he checked his computer and made a call and simply said someone will call you. I started to tell me that I had received a letter, but he interrupted me saying, «save it for the worker.» I was stunned at his rudeness, and lack of explanation as to why I was having to wait. At 11AM I just flipped and thought I’d call my worker directly and see WTF is going on. It rang honestly 40 times and there were a few transfer clicks along the way. Finally someone picked up the line and I explained I was in the lobby and I had a 9AM appt. with my worker. The person told me my worker wasn’t in the office today and if I could hold on, she’d see what she could do for me. She came back and told me that a worker would be right with me. I yelled at her that I’d heard that multiple times already. She said someone would call me in in 2 minutes.
No one ever took responsibility for this. Just a series of excuses. They blame it on this system or that, it’s just how things are, it’s not my fault, it’s your responsibility to arrive on time, you just have to understand we’re overworked.
The next day (¹⁄₃₁) I received my notice of appointment for ¹⁄₃₀. I laughed. I got confirmation on ²⁄₃ that I had qualified for the benefits. Then on ²⁄₄ I received a Notice of Missed appointment and a request for more information both containing threats of benefit cancellation. I immediately called the worker and she was very casual about it and said if you went to your appointment, just ignore it. The attitude is all very blasé. I’m currently drafting a letter of complaint to Darryl Baker who is the Director of the Glendale office.
I had another visit today which was just as bad. Most of the workers don’t give a sh*t about the clients. It’s their job and they get paid regardless. They don’t understand why people get frustrated or angry with how things work. I’d like them to go through the process and see if it changes their prospective.
Glendale office is terrible. If others think this is better than the others, God help us all.

Exactly! I been experiencing the same thing I even had a woman who worked there told me not to bother dialing that number. but yet the workers, still tell you to call that number to make an appointment and they know it’s full so you can’t leave a message! Unprofessional

When calling this office, it immediately answers with a recording letting listeners know that this number is no longer their number, to call a customer service number (1−866−613−3777). However, when calling *that* number, the listener is immediately greeted by: «Sorry, the mailbox is full and there is not enough space to leave a message.»

It never ceases to amaze me the caliber of people populating government offices. I received a letter asking me to call and make an appointment to meet with my eligibility worker. I tried calling on 10÷2÷14 but the phone was continually busy. When I called on 10÷3÷14, the phone rang 17 times and a recorded message informed me no one is answering the number I dialed. I called a second time just to make sure I had not dialed incorrectly and after another 17 rings, a message again informed me that calls were not being answered at that number. I decided to instead drive to the Glendale office and I got in line for people who had not previously made appointments. Though I was the second person in line I waited 15 minutes before a woman motioned I go to her window. Arriving at her window, I stood behind 2 people and after a 7 minute wait was able to speak to the representative. I asked if I could schedule an appointment with my assigned Eligibility Worker, explaining that the number provided in the form letter I received was in error. She blurted out, «That’s not the number you’re supposed to call. Here’s a paper with 3 number you can call.:» I looked at the piece of paper she provided, noting that it did not reference the phone number referenced in the letter I received. I then told her the number in the form letter is erroneous. She blurted out, «That’s why I gave you the paper.» One would think that having been advised that their form letter contains an erroneous number that she would have somehow garnered the motivation to make a note and advise who ever is responsible, to enter a correction so that other applicants won’t be forced to endure the same inconvenience caused by the department’s error. Evidently, some representatives are unconcerned with erroneous information being mailed out and lack the initiative to enact corrections.
10÷07÷14, Follow-​up
On 10÷6÷14, I called the Department and a woman with an extremely heavy Asian accent, told me that I had to personally visit the office and complete a form that cannot be completed on-​line. Because it was almost 5 pm, I decided to visit on Monday. On Saturday, 10÷4÷14, I received a letter informing me I had a meeting with a Case Worker. The meeting was scheduled for Tuesday, 10÷7÷14.
On Tuesday morning I arrived at the offices at 8:30 a. m and discovered their parking lot was full and street parking was limited because it was street cleaning day on one side of the street. I walked into the lobby at exactly 9 a.m. the time I was scheduled to meet with a Case Worker. The receptionist sent me to a window where all MediCal requests are reviewed and processed, however, once at the window, the representative told me I had two cases on record and must proceed to the 2^nd floor to meet with my Case Worker.
(I arrived at the second floor and a Latino older male receptionist looked at his monitor and informed me I did not have an appointment. When I told him I received a letter over the weekend advising me that I did and that the woman on the first floor instructed me to come upstairs, he haughtily asked me, «Did you hear what I told you, you don’t have an appointment?» While I was still standing there he began helping a man who was standing behind me. Midway while speaking to the man, he stopped turned to me and asked, «Anything else, sir?» I replied, «Yes. You said I’m supposed to go downstairs, but didn’t tell me where.» He said, «Go back to the woman who sent you here.»
I returned to the representative who rechecked her computer, called the Case Worker I had been told to meet with and after hanging up, said, «Go back upstairs Don’t go to the man you spoke to. Wait to be called.»
I did as instructed, and a few minutes later, a woman entered the lobby from the back offices and asked the male receptionist, «Was there a man here to meet with me.» He nervously said, «Oh yes but he’s not here anymore.» I interrupted, «Yes, I’m here.» She said, «I don’t believe your my case. What case number were you provided?» I provided her the number and she replied, «That’s not one of my numbers but let me go and check.» She returned a few minutes later and asked that I follow her to her office. After a 40 minute meeting she asked me to return downstairs to pick up some documents that she prepared for me. I returned downstairs and sat down but 45 minutes later, walked to the receptionist and asked if I needed a number as I noticed everyone else was being called by numbers. She handed me a number.
2 hours later, I left the offices. A wholly unpleasant and highly unprofessional experience though the Case Worker was the only professional represeentative I encountered.